Sr. Technical Support Engineer (Devops)

Sr. Support Engineer - Vault team

About the team:

Location: We are seeking a candidate in the San Francisco, CA or Austin, TX location and you must be able to come into the SF HQs Or Austin office 1 time a week.
If in the Austin, TX location we ask that you cover PST (10am - 7pm shift)

Reporting to the Manager, Support Engineering, the Support Engineer will be a key
member of the Global Support & Services organization and advocate for customer satisfaction
and success. The Sr. Support Engineer will troubleshoot complex issues related to Vault
and Vault Enterprise and work to find viable solutions while maintaining detailed communication
with customers and responsiveness to their needs. They will contribute to product growth and
development via weekly product meetings. The Sr. Support Engineer will attend customer
meetings as needed to help identify, debug and resolve the customer issue and will serve as a
liaison between the customer and HashiCorp engineering.

This will be a part of our Vault Support Engineering team. This is an exciting opportunity to join a small team and have a
direct impact on HashiCorp's fast growing business. This highly visible position will be an
integral part of both the support engineering and Vault Open Source/Enterprise teams.

In this role you can expect to:

* Reproduce and debug customer issues by building or using existing test environments
and tools.
* Communicate tactfully with customers: gather info, provide diagnostic and resolution
steps, convey process and product guidance
* Solve incoming technical support requests within SLA, including high-severity urgent
cases
* Continuously increase knowledge and help train the team on 3rd party technologies that
integrate with Vault and on new Vault features
* Identify and communicate product usage trends, bugs and feature requests at weekly
product engineering meetings
* Collaborate with account managers to schedule, coordinate, and lead customer
debugging calls
* Document and record all activity with customers in accordance to both internal and
external security standards
* Contribute to product documentation, customer knowledge base, and best practices
guides
* Continuously improve process and tools in collaboration with the team
* Periodic on-call rotation for production-down issues
* Provision and bootstrap a Vault cluster without assistance.
* Understanding of Vault/Vault Enterprise and the interaction with other products within
the Hashicorp Product Suite.
* Begin preparation for the Vault Certification Exam
* Complete Vault Certification Exam

Within first 60 days:
* Ride along on 1-2 live customer debugging calls
* Effectively triage and respond to Sev 3 & Sev 4 inquiries independently.
* Contribute 1 Support Knowledge Base article
* Complete 10 Support Tickets with the guidance of more senior team members.
* Effectively triage customer support tickets and understand the difficulty of tickets being
submitted
* Begin working Sev 2 tickets towards the end of the first

Within first 90 days:
* Respond to Sev 1/production down issues with minimal assistance.
* Independently find points of error and identify root cause by examining log files.
* Create ongoing KB articles that will benefit all customers, 1 article per month.
* Meet performance goals set by management for ticket closure per month, SLA, and
CSAT.

You may be a good fit for our team if you have:

* 5+ years of Support Engineering experience (or comparable customer-facing technical
role), preferably for mission-critical software
* DevOps Engineering, Software Engineering, and/or System Administration experience is
a plus
* Experience or knowledge with Vault; other HashiCorp tools is a plus
* Possess the following attributes: Confidence, Positivity and Adaptability.
* Experience troubleshooting and resolving urgent, high-visibility technical problems
* Experience communicating clearly and effectively, both verbally and in writing
* Experience working with Enterprise customers and advocating for customer experience
* Experience with major cloud platforms, distributed systems, microservice architecture,
and containers
* Experience with scripting tool of choice to help automate reproduction environments (for
example, Bash, Python)
* Ability to read complex code for troubleshooting and familiarity with Github
* Experience with REST APIs and command line tools
* Well-organized, excellent work ethic, attention to detail, and ability to learn new
technologies quickly
* Excellent problem solving, analytical, and troubleshooting skills
* Bachelor's degree in Computer Science or equivalent professional experience preferred

You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration,
constant learning, and iteration. You are a self-motivated, tactful, detail-oriented person with an
insatiable desire to learn new technology and an eye for automation, customer experience,
process improvement, and efficient problem solving.